Problem & Incident Management

The Problem and Incident Management Lead is responsible for overseeing the resolution of incidents and problems to minimise operational disruptions and improve service reliability. This role ensures incidents are identified, documented, escalated, and resolved efficiently while also leading problem management candidates to prevent future occurrences.

Requirements

• Previous experience working within an MSP environment.
• ITIL Certification (preferred).
• Previous experience in Incident and Problem Management roles.
• Strong understanding of ITSM processes and their relationship with incident, event, knowledge, and change management.
• Broad technical understanding of IT infrastructure, including Cloud, Networking, Voice, connectivity and related technologies.
• Critical-thinking and root-cause-analysis skills.
• Ability to multitask effectively and manage multiple high-priority incidents or problems simultaneously.
• Strong risk assessment skills and the ability to evaluate mitigation plans.
• Proficiency in tools such as ServiceNow and Excel for reporting and data analysis.
• Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels.
• Strong analytical and data monitoring skills to track trends and assess service impact.
• Proven track record of working independently while fostering cross-team collaboration.
• Sufficient technical background to understand system architectures, relationship mapping, and problem impact.

Benefits

• Proud of what you do, how you do it and feel a true part of the team.
• Inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.
• Named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.